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Still having trouble getting Lloyds to award your credit card sign-up Avios?

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Back in July, I published this long article about the problems that Head for Points readers have had getting Lloyds Bank to give them the credit card sign-up bonus they were due.

To summarise, the recent promotion involved spending £500 per month on your card for the first three months.  You would then receive a 20,000 Avios bonus.  

However, Lloyds was arbitrarily defining ‘month’ based on the date you were accepted for the card, which was NOT the date you applies and NOT the statement month.  The best bit is that it was impossible to find out, even if you called them, what dates they were working to.

I was just contacted by another reader who had been refused his 20,000 Avios, despite spending over £500 in each of his first 3 statement periods.  He then took his complaint to the ombudsman.

These facts came out during the subsequent discussions with Lloyds, who assigned a manager to liaise with the HFP reader:

Lloyds admitted that this promotion was ‘ill-thought out’ and ‘badly enacted’

‘Heads are rolling’ within Lloyds over the implementation of this promotion

The outcome of the ombudsmans intervention was:

Full receipt of the 20,000 Avios points

“Not insubstantial” financial compensation on top

So, if you have not received your 20,000 Avios points from the Lloyds Premier Duo credit cards promotion, I strongly suggest that you escalate your complaint.

Send a final complaint letter to Lloyds, warning them that you will escalate the complaint if it is not resolved within x weeks.  After that point, file your complaint.  Contact details for the ombudsman are in the literature that Lloyds sent you with your card.

My understanding is that Lloyds is fined £500 as soon as the ombudsman receives your letter – this covers the cost of the service – and they are then obliged to act.


how to earn avios from credit cards

How to earn Avios from UK credit cards (June 2021)

As a reminder, there are various ways of earning Avios from UK credit cards.  Many cards also have generous sign-up bonuses!

There are two official British Airways American Express cards:

British Airways American Express card

British Airways American Express

5,000 Avios for signing up, no annual fee and a companion voucher for spending £20,000 Read our full review

BA Premium Plus American Express card BAPP

British Airways American Express Premium Plus

25,000 Avios and the UK’s most valuable credit card perk – the 2-4-1 companion voucher Read our full review

You can also get generous sign-up bonuses by applying for American Express cards which earn Membership Rewards points, such as:

Nectar American Express

American Express Preferred Rewards Gold

Your best beginner’s card – 20,000 points, FREE for a year & two airport lounge passes Read our full review

American Express Platinum card Amex

The Platinum Card from American Express

30,000 points and an unbeatable set of travel benefits – for a fee Read our full review

We also recommend Capital On Tap for limited companies. You earn 1 Avios per £1 which is impressive for a Visa card:

Capital On Tap Business Rewards Visa

The most generous Avios Visa or Mastercard for a limited company Read our full review

Click here to read our detailed summary of all UK credit cards which earn Avios. This includes both personal and small business cards.

(Want to earn more Avios?  Click here to visit our home page for our latest articles on earning and spending your Avios points and click here to see how to earn more Avios this month from offers and promotions.)

Comments (21)

  • Armo says:

    I complained and got 69 quid as compensation. (this incl money for my phone costs) I am going to avoid Lloyds in the future, this is the second time I signed up for there cards and second time I was very disappointing with there service. It really is not worth it.

  • Sarah says:

    I’m in the same position, more than £500 showing as having been spent on my Amex card on each of my first three statements, but I don’t qualify due to the 40-30-30 rule. Lloyds have offered me £50 compensation, on top of £30 they gave me last week but I have told them that I will be raising this as a complaint with the Financial Ombusdman. The customer services person even said to me that she could see that it was misleading, so don’t know how anyone could say that this doesn’t breach the ‘clear, fair and not misleading’ financial promotions rule.

    Taking out this card has certainly put me off ever taking out another financial product with Lloyds, not just because of the lack of bonus but because it was a complete hassle to take out in the first place. Shame, as their new card with no extra charges on overseas spend looked quite appealing.

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